The Challenge
In the fast-paced environment of New York City, Empanada Mama, faced the challenge of efficiently managing customer orders, especially during peak times. "Running a busy restaurant like ours and dealing with customer orders was overwhelming," Raphael recounts. The need for a solution that could both streamline the ordering process and alleviate the pressure on staff was apparent.
The Solution
Efficient Self-Service: Empanada Mama introduced Snackpass kiosks, enabling customers to place orders independently, a move that Raphael notes "keeps our employees focused on what they do best – preparing delicious empanadas.”
Enhanced Customer Experience: The kiosks provided clear instructions for ordering, leading to faster service and reduced wait times. "Customers receive notifications and know exactly when their order is ready," Raphael adds.
24/7 Service Capability: The kiosks acted like additional cashiers, proving valuable for a 24-hour operation like Empanada Mama.
The Results
The implementation of Snackpass kiosks at Empanada Mama transformed their customer experience and operational efficiency:
Operational Smoothness: Implementing self-serve kiosks streamlined the ordering process, especially for takeout orders, improving the overall customer experience.
Reduced Staff Pressure: The self-service system significantly eased the workload on the employees and allowed them to focus on crafting the best empanadas, especially during peak hours and in staffing shortages.
Improved Customer Flow: Customers enjoyed a quicker, more efficient ordering experience without the need to repeatedly check with the cashier.
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